Difficult Conversations? Here's How

Difficult conversations are?never easy. Especially when a customer contacts you and is angry. Usually,?money is involved?and the bad news reflects on your abilities. Because even if you're not at fault, you are responsible for your client’s problem.

Here's a template for?having?difficult conversations. It focuses?on the outcome you want, and involves seting a positive intention. When you make a positive intention, positive energy follows. So?try to match the other person's negative energy with calm, positive energy. You?lose power when you get defensive.

From your first words:

Turn the situation into an obstacle that can be overcome, rather than an unsurmountable problem. Use words like obstacle, hurdle, roadblock. Don’t use the words problem, disaster, etc.

Explain the situation.?Know the facts and relay them concisely.

Apologize.?You might not be to blame, but you’re responsible. Say that, and express disappointment at the situation.

Offer a solution,?even if that solution doesn’t fix the problem. Talk over the plan with your supervisor if necessary before you talk with the customer. One solution is to follow up within a certain time frame with an update.

Then?let the customer respond. Express empathy for the situation. Then reiterate that you are acting in their best interest and with their goals in mind. If they agree, you can leave the conversation with an understanding customer and a plan.

If the customer doesn’t agree to your solution or is angry,?let them talk. Express empathy for the situation. Then reiterate that you are acting in their best interest and with their goals in mind. Offer to brainstorm with coworkers/supervisors and get back to the customer, if necessary.

Need help crafting letters or emails that address these kinds of issues with customers? I can help.

Until we talk,?

Kelly

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